The Challenge: To Create More Value in All Negotiations

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Tom Peters Re-Imagine EXCELLENCE! HR
Indiana Indianapolis/27 August 2014 Slides at
tompeters.com (Also see our 23-part Master
Compendium at excellencenow.com)
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Wegmans (was 1 in USA) Container Store (was 1
in USA) Whole Foods Costco Publix Darden
Restaurants Build-A-Bear Workshops Starbucks
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Contrary to conventional corporate thinking,
treating retail workers much better may make
everyone (including their employers) much
richer. Cited in particular, The Good
Jobs Strategy, by M.I.T. professor Zeynep Ton.
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Duh!
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CORPORATE MANDATE 1 2014 Your principal moral
obligation as a leader is to develop the
skillset, soft and hard, of every one of the
people in your charge (temporary as well as
semi-permanent) to the maximum extent of your
abilities. The good news This is also the 1
mid- to long-term profit maximization
strategy!
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The Memories
That Matter The people you developed who went on
to stellar accomplishments inside or outside
the company. The (no more than) two or three
people you developed who went on to create
stellar institutions of their own. The longshots
(people with a certain something) you bet on
who surprised themselvesand your peers. The
people of all stripes who 2/5/10/20 years
later say You made a difference in my life,
Your belief in me changed everything. The sort
of/character of people you hired in general. (And
the bad apples you chucked out despite some
stellar traits.) A handful of projects (a half
dozen at most) you doggedly pursued that
still make you smile and which fundamentally
changed the way things are done inside or
outside the company/industry. The supercharged
camaraderie of a handful of Great Teams aiming
to change the world.
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Joe J. Jones 1943 2013 Net
Worth21,543,672.48
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In Good Business, Mihaly Csikszentmihalyi argues
persuasively that business has become the center
of society. As such, an obligation to community
is front center. Business as societal bedrock,
per Csikszentmihalyi, has the RESPONSIBILITY to
increase the SUM OF HUMAN WELL-BEING.
Business is NOT part of the community. In terms
of how adults collectively spend their waking
hours Business IS the community. And should act
accordingly. The (REALLY) good news Community
mindedness is a great way (the BEST way?) to have
spirited/committed/ customer-centric work
forceand, ultimately, increase (maximize?)
growth and profitability.
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G-E-N-I-U-S Getting more and more cantankerous
(short tempered!) about this Job 1 ( 2 3)
is to abet peoples' personal growth. All other
good things flow there from. My idea of a
gen-u-ine genius breakthrough idea If you
work your heart out to help people grow, they'll
work their hearts out to give customers a great
experience.
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Hard is Soft. Soft is Hard.
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CONTEXT/ 1,000,000
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China/Foxconn 1,000,000 robots/next 3
years Source Race AGAINST the Machine, Erik
Brynjolfsson and Andrew McAfee
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Just like other members of the board, the
algorithm gets to vote on whether the firm makes
an investment in a specific company or not. The
program will be the sixth member of DKV's
board. Source Business Insider, 13 May 2014
A Hong Kong VC fund has just appointed an
algorithm to its board.
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Persado (vs. copywriter) emotion words, product
characteristics, call to action, position of
text, images Up To 250 To Spend On All Ships
In All Destinations. 2 Days Left (1.3) vs. No
kidding! You Qualify to Experience An Incredible
Vacation With Us -) (4.1) A creative person
is good but random. Weve taken the randomness
out by building an ontology of language Lawrence
Whittle, head of sales Source Wall Street
Journal/ 0825.14/ Its Finally Time to Take AI
Seriously
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The median worker is losing the race against the
machine. Erik Brynjolfsson and Andrew McAfee,
Race Against The Machine
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The root of our problem is not that were in a
Great Recession or a Great Stagnation, but
rather that we are in the early throes of a
Great Restructuring. Our technologies are racing
ahead, but our skills and organizations are
lagging behind. Source Race AGAINST the
Machine, Erik Brynjolfsson and Andrew McAfee
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SP 500 1/-1 Every 2 weeks! Source
Richard Foster (via Rita McGrath/HBR/12.26.13
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MORAL IMPERATIVE 1/4,096
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Business has to give people enriching,
rewarding lives
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1/4,096 excellencenow.com Business has to give
people enriching, rewarding lives or it's
simply not worth doing. Richard Branson
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You have to treat your employees like
customers. Herb Kelleher, upon being asked his
secret to successSource Joe Nocera, NYT,
Parting Words of an Airline Pioneer, on the
occasion of Herb Kellehers retirement after 37
years at Southwest Airlines (SWAs pilots union
took out a full-page ad in USA Today thanking HK
for all he had done) across the way in Dallas,
American Airlines pilots were picketing AAs
Annual Meeting)
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Rocket Science. NOT. If you want staff to give
great service, service, give great service to
staff. Ari Weinzweig, Zingermans Source
Small Giants Companies That Choose to Be Great
Instead of Big, Bo Burlingham
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We went through the hotel and made a ...
consideration renovation. Instead of redoing
bathrooms, dining rooms, and guest rooms, we gave
employees new uniforms, bought flowers and fruit,
and changed colors. Our focus was totally on the
staff. They were the ones we wanted to make
happy. We wanted them to wake up every morning
excited about a new day at work. Jan Gunnarsson
and Olle Blohm, Hostmanship The Art of Making
People Feel Welcome.
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The guest comes into the picture only when
you are ready to ask, Would you prefer to stay
at a hotel where the staff love their work or
where management has made customers its highest
priority?
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The Dream Manager Matthew KellyE.g. An
organization can only become the-best-version-of-i
tself to the extent that the people who drive
that organization are striving to become
better-versions-of-themselves. A companys
purpose is to become the-best-version-of-itself.
The question is What is an employees purpose?
Most would say, to help the company achieve its
purposebut they would be wrong. That is
certainly part of the employees role, but an
employees primary purpose is to become
the-best-version-of-himself or herself. When a
company forgets that it exists to serve
customers, it quickly goes out of business. Our
employees are our first customers, and our most
important customers.
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It may sound radical, unconventional, and
bordering on being a crazy business idea.
However as ridiculous as it soundsjoy is the
core belief of our workplace. Joy is the reason
my company, Menlo Innovations, a customer
software design and development firm in Ann
Arbor, exists. It defines what we do and how we
do it. It is the single shared belief of our
entire team. Richard Sheridan, Joy, Inc.
How We Built a Workplace People Love
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NO LESS THAN CATHEDRALS IN WHICH THE FULL AND
AWESOME POWER OF THE IMAGINATION AND SPIRIT AND
NATIVE ENTREPRENEURIAL FLAIR OF DIVERSE
INDIVIDUALS IS UNLEASHED IN PASSIONATE PURSUIT OF
EXCELLENCE.
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The role of the Director is to create a space
where the actors and actresses can become more
than theyve ever been before, more than theyve
dreamed of being. Robert Altman, Oscar
acceptance speech
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SERGEANTS
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Is there ONE secret to productivity and
employee satisfaction? YES! The Quality of
your FULL CADRE of 1st-line Leaders.
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People leave managers not companies. Dave
Wheeler
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TRAINING
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6/2/3 It takes Jerry Seinfeld SIX MONTHS to
develop TWO or THREE MINUTES of new material
(documentary Comedian)
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training, TRAINING and M-O-R-E
T-R-A-I-N-I-N-G CINCPAC Nimitz to CNO
King/1943 (punctuation Nimitzs)
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Training Investment 1 In the Army, 3-star
generals worry about training. In most
businesses, the top training post is a ho-hum
mid-level staff slot.
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? Are your
top trainers paid/cherished as much as your top
marketers/ engineers?
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly stop
an employee in the hall Can she/he meticulously
describe her/his development plan for the next 12
months? If not, why not? Why is your world of
business any different than the (competitive)
world of rugby, football, opera, theater, the
military? If people/talent first and
hyper-intense continuous training are laughably
obviously for them, why not you?
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E.g. Are you raiding top university professors?
Equivalent of Wall Street and math Ph.D.s
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Is your CTO/Chief Training Officer your top paid
C-level job (other than CEO/COO)? If not, why
not? Are your top trainers paid as much as your
top marketers and engineers? If not, why not? Are
your training courses so good they make you
giggle and tingle? If not, why not? Randomly
stop an employee in the hall Can she/he
meticulously describe her/his development plan
for the next 12 months? If not, why not? Why is
your world of business any different than the
(competitive) world of rugby, football, opera,
theater, the military? If people/talent first
and hyper-intense continuous training are
laughably obviously for them, why not you?
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Gamblin Man Bet 1 gtgt 5
of 10 CEOs see training as expense rather than
investment. Bet 2 gtgt 5 of 10 CEOs see training
as defense rather than offense. Bet 3 gtgt 5 of
10 CEOs see training as necessary evil rather
than strategic opportunity.
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Bet 4 gtgt 8 of 10 CEOs, in 45-min tour
dhorizon of their biz, would NOT mention
training.
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Training 1 Bottom Line NOBODY gets off the
hook! Training Development Maniac applies as
much to the leader of the 4-person business as to
the chief of the 44,444-person business.
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What is the best reason to go bananas over
training? GREED. (It pays off.) (Training
should be an official part of the RD budget and
a capital expense.)
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TRAINING PRIORITY 1?
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The doctor interrupts after Source
Jerome Groopman, How Doctors Think
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18 seconds!
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An obsession with Listening is ... the ultimate
mark
of Respect. Listening is ... the
heart and soul of Engagement. Listening is ...
the heart and soul of Kindness. Listening is ...
the heart and soul of Thoughtfulness. Listening
is ... the basis for true Collaboration. Listening
is ... the basis for true Partnership. Listening
is ... a Team Sport. Listening is ... a
Developable Individual Skill. (Though women
are far better at it
than men.) Listening is ... the basis for
Community. Listening is ... the bedrock of Joint
Ventures that work. Listening is ... the bedrock
of Joint Ventures that grow. Listening is ... the
core of effective Cross-functional
Communication. (Which is in turn
Attribute 1 of
organization effectiveness.) cont.
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Suggested Core Value 1 We are Effective
Listenerswe treat Listening EXCELLENCE as the
Centerpiece of our Commitment to Respect and
Engagement and Community and Growth.
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HIRING/ QUIET
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We live with a value system that I call the
Extrovert Idealthe omnipresent belief that the
ideal self is gregarious, alpha, and comfortable
in the spotlight. The archetypal extrovert
prefers action to contemplation, risk-taking to
heed-taking, certainty to doubt. We think that
we value individuality, but all too often we
admire one type of individual Introversion is
now a second-class personality trait. The
Extrovert Ideal has been documented in many
studies. Talkative people, for example, are rated
as smarter, better looking, more interesting, and
more desirable as friends. Velocity of speech
counts as well as volume We rank fast talkers as
more competent and likeable than slow ones. But
we make a grave mistake to embrace the Extrovert
Ideal so unthinkingly. As the science
journalist Winifred Gallagher writes, The glory
of the disposition that stops to consider stimuli
rather than rushing to engage with them is its
long association with intellectual and artistic
achievement. Neither E mc squared or Paradise
Lost was dashed off by a party animal. Even in
less obviously introverted occupations, like
finance, politics, and activism, some of the
greatest leaps forward were made by introverts
figures like Eleanor Roosevelt, Warren Buffett
and Gandhi achieved what they did not in spite of
but because of their introversion. Susan Cain,
Quiet The Power of Introverts in a World That
Cant Stop Talking
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WOMEN RULE! diversity
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AS LEADERS, WOMEN RULE New Studies find that
female managers outshine their male counterparts
in almost every measure TITLE/ Special
Report/ BusinessWeek
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Research suggests that to succeed, start by
promoting women. McKinsey Company found that
the international companies with more women on
their corporate boards far outperformed the
average company in return on equity and other
measures. Operating profit was 56
higher. Source Nicholas Kristof, Twitter,
Women, and Power, NYTimes, 1024.13
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Forget CHINA, INDIA and the INTERNET Economic
Growth Is Driven by WOMEN. Source Headline,
Economist
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diversityThe We are what we eat/ We are
who we hang out with Axiom At its core, every
(!!!) relationship-partnership decision
(employee, vendor, customer, etc., etc.) is a
strategic decision about Innovate, Yes or
No
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!
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Kevin Roberts Credo1. Ready.
Fire! Aim.2. If it aint broke ... Break it!3.
Hire crazies.4. Ask dumb questions.5. Pursue
failure.6. Lead, follow ... or get out of the
way!7. Spread confusion.8. Ditch your
office.9. Read odd stuff.10. AVOID MODERATION!
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